Service Management

The Service Management administration area has been introduced with Dynamics CRM 2013 Service Pack 1, and has received a slight reorganization with each subsequent version. In Microsoft Dynamics CRM 2016, the Knowledge Base Management was added here also. It groups together settings around the service module and defines the following functional groupings:

  • Case Settings with Record Creation and Update Rules
  • Service Terms
  • Knowledge Base Management
  • Templates
  • Service Scheduling

Case Settings with Record Creation and Update Rules

The Case Settings area groups configuration elements around the case creation and routing processes available. This area is particularly useful in grouping and categorizing rules around Case processing.

The first ...

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